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Title: IT Operations Assistant 
Employee Classification: Student Help Regular
Division Name: Academic Affairs
Department: Instructional Tech - College of Education

Job Summary

- Primary responsibility is user support and customer service
- Be present and visible in the College of Education and available to users requiring technical assistance
- Respond to questions from customers; remotely assist faculty, faculty associates, staff, and students with technology incidents and requests
- Learn fundamental operations of commonly used software, hardware, and other equipment
- Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using ticket tracking software
- Accurately assign, manage, track, update, and retire IT Inventory Assets
- Attend all Help Desk training sessions when provided
- Become familiar with available support resources; stay up-to-date on campus technology changes or incidents
- Become familiar with the College’s technology policies, services, and staff
- Elevate tickets to appropriate College technology support staff as necessary
- Maintain reasonable discipline and decorum in the Help Desk
- Other duties as assigned by the Endpoint Administrators or other COE technology support staff, as appropriate

Additional Information

Student employees are eligible to participate in the University’s 403(b) Plan.  More information can be found here.

Pay Rate

$17/hour

Required Qualifications

- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
- Ability to provide technical support either remotely or in person with a professional demeanor; previous customer service experience strongly desired
- Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
- Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
- Creativity; ability to think around problems and come up with creative solutions is helpful
- Ability to work responsibly with or without direct supervision
- Working knowledge of common operating systems (Windows 10, macOS, and iOS)
- Strong research skills
- Strong organizational skills

Preferred Qualifications

- Experience in a leadership/mentor role
- Experience or interest in any of the following:
1. Microsoft Windows 11
2. macOS Ventura, Sonoma, and/or Sequoia
3. Microsoft Office 365
4. Active Directory
5. SCCM, Intune, Jamf, or other Mobile Device Management (MDM) platforms
6. Scripting/Programming languages such as PowerShell and/or Bash/zsh
7. Cherwell Service Management or other ITSM application

Work Hours

Hours will be between 7:30 am and 5:00 pm

Functional Expectations

Must be able to complete the following with or without reasonable accommodations:

- Remain at a workstation for extended periods
- Distinguish colors on a monitor
- Move about in various locations across campus as needed to complete day-to-work
- Distinguish color codes and wires
- Effectively communicate on a daily basis

Proposed Starting Date

September 2025 (earlier may be possible)

Required Applicant Documents

Resume, Cover Letter and Work Availability

Please Note: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Contact Information for Applicants

Matthew Gromer: mdgrome@ilstu.edu

Important Information for Applicants

This position is subject to a criminal background investigation and if applicable, an employment history review, based on University Policy 3.1.30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

In addition, all appointments are contingent upon proof of eligibility for employment at Illinois State University to perform the required duties described above on your scheduled start date. The Immigration and Control Act of 1986, Public Law 99-603, requires all new employees to file an I-9 in person and no later than three days from the beginning of employment. This may be accomplished within the department or through Human Resources. A list of the types of documentation you will be expected to provide is available at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents. Failure to comply with this law will result in cancellation of your appointment.

Illinois State University, as your employer, is required by federal law to ensure proper tax withholding from wages and to ensure that the required reporting of employee wages, withholding, and employment taxes is accurate. For this reason, every employee must have a valid Social Security Number registered with the University at the time of employment and/or as soon after as possible, but no later than 45 days from the start date. Failure to comply with this law may result in cancellation of your appointment.

Illinois State University student employees are restricted to no more than 28 hours per week of on-campus employment for all positions held.

International students are restricted by their visa status to no more than 20 hours per week of on-campus employment when the university is in session but may work more when the university is not in session. International students should contact the Office of International Studies and Programs for guidance if they have questions concerning employment restrictions.

Illinois State University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at (309) 438-3383. The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.

If you are having difficulty accessing the system, please call Human Resources at (309) 438-8311.